Accessible from the left sidebar under "More Options" for a conversational profile or from "Stats" for an analytical profile.
To learn more about how to change the display of your profile, visit this article.
The Customer Relationship Score represents the level of engagement on the platform. In this section, you will find your score out of 5 for the selected month, along with the evolution compared to the previous month.
Understanding the Score Status:
The client relationship score serves as a dynamic indicator of the level of engagement in responding to reviews, continuously evolving based on interactions with the end customer. To provide a stable reference point for monthly comparisons, the client relationship score is fixed at a specific time each month.
How and When Are the Scores Fixed?
Monthly Freeze: At the end of each month, the client relationship score is "frozen." This occurs 72 hours after the end of the month (i.e., on the 3rd of the following month). This 3-day window is intentionally designed to give users enough time to respond to any pending interactions, ensuring that every review is addressed and considered in the monthly score.
Score Visibility: If you select the current month in the Goodays interface, a notification will appear at the top of the page indicating that the score is still "In Progress" and will also display the exact date and time of the next score freeze.
Access to Final Scores: For any completed month or period, the page will display the label "Final Score," indicating that the score for that period is definitive and will not change. The score freeze date is also provided for your reference.
How is the Client Relationship Score Calculated? This score is calculated based on three indicators:
- Your response rate: This rate will be 100% as long as your inbox is empty, meaning you have responded to all customer messages for the given month, i.e., before the score is frozen.
- Your response time: The recommended response time is less than 48 hours to maintain good relations and responsiveness with your customer.
Response time performance is distributed as follows: below 12 hours, between 12 hours and 72 hours, over 72 hours. - Your average response quality: For each response you send, the customer has the option to rate it on a scale of 1 to 5. Interpretation of response quality ratings:
- 😟 1 to 2 → Not Satisfied
- 😐 3 → Neutral
- 😀 4 to 5 → Satisfied
Note : Please note that reviews classified as spam are not included in the client relationship score.
Score Evolution:
An evolution card is available to track the progression of your store's client relationship score or your area if you have access to multiple locations. This evolution can be viewed: by month, year, or quarter.
Additionally, you have access to the evolution of different metrics of the client relationship score, including the evolution of the response rate, response time, and response quality.
By clicking on the displayed evolution line, a detailed card is shown: comparing the current score vs. N-1 and the percentage of change (negative, equal, or positive).